Verint Q&A – No. 14

Verint LogoQuestion: I manage a fairly large contact centre and the company agrees with me that much of the technology in our shop needs an upgrade. The last time we made major investments in our technology the prevailing guideline was to select the best-in-breed solutions for workforce management, quality monitoring and reporting. After some discovery I find that many vendors now talk about their workforce optimisation suites and claim them as being a much better solution than integrating various best-in-breed solutions. Has contact centre software really changed that much? Continue reading Verint Q&A – No. 14

Stop treating the back office as an after thought

PRESS RELEASE: The back office is the Cinderella when it comes to workforce optimisation, with the majority of companies trying to make do with spreadsheets, front office solutions or simply doing nothing at all. This is according to the latest findings into operational management and employee productivity from eg solutions*, a back office workforce optimisation company. Continue reading Stop treating the back office as an after thought

Industry-Leading Customer Experience Solutions Now Available from the Cloud in the UK and Ireland

Geneys_logoPRESS RELEASE: Genesys, a leading provider of multi-channel customer experience, self-service and contact centre solutions announced the availability of a full range of Genesys cloud offerings in the UK and Ireland. The new offerings represent the most comprehensive cloud solutions ever made available to the UK and Ireland markets and support the company’s key business imperative for the transformation of the customer experience for organisations of all sizes. Continue reading Industry-Leading Customer Experience Solutions Now Available from the Cloud in the UK and Ireland

Truphone calls for true cloud technology to enhance customer experience

NVM logo jpgPRESS RELEASE: Global mobile network provider Truphone, has transformed its customer experience as it prepares for rapid growth, with NewVoiceMedia’s true cloud contact centre solution ContactWorld for Service. The company, which has built a mobile network without country borders that keeps international business executives better connected, is now able to offer a completely unique, personalised service to thousands of customers around the world. Continue reading Truphone calls for true cloud technology to enhance customer experience

Uptivity and TASKE Technology, Inc. to Provide an Integrated Workforce Management Solution for Contact Centers Worldwide

PRESS RELEASE: Uptivity (formerly CallCopy), a leading provider of workforce management (WFM) solutions, today announced it has partnered with TASKE Technology, Inc., a Canadian provider of contact center software solutions. The TASKE solution optimizes customer interactions, minimize customer frustration, and enables innovation that increases operating efficiency. Continue reading Uptivity and TASKE Technology, Inc. to Provide an Integrated Workforce Management Solution for Contact Centers Worldwide

Zettics Acquires Velocent to Provide the Most Comprehensive Real-Time 360 Degree View of a Subscriber’s Experience Available Today

PRESS RELEASE:  Zettics, the market leader in Actionable Subscriber Analytics for mobile operators, today announced it has acquired Velocent Systems. The combined entity will provide a subscriber-centric, real-time analytics suite that integrates data usage, network performance, and customer experience metrics into a single, unified view for the operator. Having these data sets in one solution will allow operators to realize unique business benefits that were previously unavailable in the market. Continue reading Zettics Acquires Velocent to Provide the Most Comprehensive Real-Time 360 Degree View of a Subscriber’s Experience Available Today

CSI Introduces Workforce Optimization as a Service

PRESS RELEASE: The Virtual Observer “Workforce Optimization as a Service” offering was developed to function natively within standard emerging cloud technologies. The concept of distributed computing over the internet, or simply “Cloud”, has now become a very much in demand and on-demand method for delivering Virtual Observer, traditionally an on-premise call recording, quality monitoring and workforce optimization solution for enterprises, as a service. Continue reading CSI Introduces Workforce Optimization as a Service